Supervisor Contact Center Jobs

Description of Work

• NC Department of Revenue Internal Posting******

As of June 1, 2023, new salary range will be $40,442.00 - $70,774.00
Pay Grade: NC 10 Recruitment Range: $40,442.00 - $46,878.00
At the North Carolina Department of Revenue, our mission is to fund public services benefiting the people of North Carolina; we administer the tax laws and collect taxes due in an impartial, consistent, secure, and efficient manner. Together we are a SMART organization because we: Safeguard customer information; Maintain a knowledgeable workforce; Achieve a high level of understanding and compliance; Respond with accurate information through innovative services; and Treat our customers fairly. Through modernization efforts in technology, we believe we have set a high standard that other agencies will admire. As an employer, we offer excellent benefits, stable work environment, competitive salaries, defined career paths, and training programs that will enable you to be successful.
North Carolina Department of Revenue has a job opening for a customer service team leader who is seeking a challenging and rewarding opportunity.
This position supervises approximately 8 to 10 customer service agents in the Call Center. The position provides assistance to management with the hiring process which involves interviewing and selecting of new employees; training employees; assigning and monitoring workflow; evaluating, documenting and coaching employees for success in accordance with the quality assurance scorecard process; following procedures for accuracy. This position performs a variety of duties from directing the daily operations of the customer service team(s) to ensure the duties and responsibilities of providing quality customer service, customer education, technical advice and assistance to customer service agents and other related personnel. This position offers guidance in team member’s decisions to stop or suspend any initiated actions and negotiate alternative resolutions with the taxpayer if those resolutions are deemed to be in the best interest of the State. This position reviews statistical reports to manage and coach performance standards for productivity, as well as devise and implement changes in work processes. This position adheres to procedures used to improve efficiency of operations; and implementing revisions to existing processes and procedures as required by taxpayer demand, legislative law changes, departmental policy, changes in other processes, or administrative direction. This position will handle escalated calls from agents to help resolve any issues or concerns from our internal or external customers.
Knowledge, Skills And Abilities / Competencies

• Ability to establish staff goals based on core competencies, growth opportunities and career objectives
• Ability to review, identify data, and draw sound conclusions to resolve inquires across multiple tax schedules
• Demonstrates commitment to customer service, teamwork, and the ability to take effective actions
• Ability to clearly and concisely communicate verbally and in written form is required
• Possess excellent oral and written communication skills
• Ability to effectively lead a group of employees and demonstrate good judgment
• Demonstrated ability to perform math calculations, use Microsoft Office applications, such as Word and Excel, and office equipment (copier, fax, computer, telephone, etc.)
• Ability to maintain rational behavior at all times, demonstrate courteous, professional, and efficient behavior while dealing with controversial and confidential matters and irate customers
• Demonstrated experience in general state tax law knowledge and payment plans with an understanding of departmental policies and procedures
• Ability to establish and maintain effective working relationships from various levels of management

Management Preferences:

• Completion of a four-year program in a college or university preferably with major emphasis on coursework in business administration, public administration or other related fields and one year of administrative or office management experience; or an equivalent combination of training and experience that provides the required knowledge, skills, and abilities.
• Completion of two year secretarial science or business administration program and four years of responsible secretarial or clerical/administrative experience including two years of administrative or office management experience.
• Or
• Completion of high school or equivalent and six years of progressively responsible secretarial or clerical/administrative experience including two years of administrative or office management experience involving substantial public contact, information gathering and writing experience.
• Or
• Prior supervisory/managerial experience preferred. Fluent Spanish speaking skills are preferred.

Minimum Education And Experience Requirements
High school diploma or General Educational Development (GED) diploma and four years of progressively responsible administrative/office management experience, including one year as a lead worker; or equivalent combination of education and experience.
Supplemental and Contact Information
The Department of Revenue (DOR) seeks to fill positions with the most qualified individuals in its effort to provide taxpayers with the most efficient and effective services possible. DOR selects applicants for employment based on job-related knowledge, skills, and abilities without regard to race, color, gender, national origin, religion, age, disability, political affiliation or political influence.
This position is subject to federal and state criminal background checks that may include fingerprinting and verification of tax compliance. "Tax compliance" is defined as having filed and paid all North Carolina State taxes owed each year leading up to the current calendar year or currently in a non-delinquent payment status with the State of North Carolina on taxes that are currently owed to the state.
If selected for an interview, you may have the option to interview via telephone and/or other method as technology allows.
To be considered within the most qualified pool of applicants and receive credit for your work history and credentials, you must document all related education and experience on the State of North Carolina application in the appropriate sections of the application form. Any information omitted from the application cannot be considered for qualifying credit. NC DOR welcomes attached resumes, cover letters and reference information, but these items will not be used for screening for qualifying credit. Please make sure the application is completed in full. "See Resume" or "See Attachment" will NOT be accepted.
Applicants eligible for veteran's preference should attach a copy of form DD-214.
If you are having technical issues logging into your account or applying for a position please review the Get Help/FAQ's information on the website. If you are still experiencing technical issues with your application, please call the NeoGov Help Line at 855-524-5627.
If you have general questions about the application process, you may contact Human Resources at 919-814-1200 or [email protected] . Individuals with disabilities requiring disability-related accommodations in the interview process, please call the agency ADA Administrator at 919-814-1172 .
NC Department of Revenue
Human Resources Division
919-814-1200